Millennials desire a flexible work schedule like no generation before. Because of this, hiring and employing Millennials may seem like a challenging task.
Tag(s): employee engagement, employee satisfaction, human resources, job descriptions, leadership, people, staffing, workforce enablement, workforce enablement, supportworld
Date Published October 13, 2015 - Last Updated May 11, 2016
Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, supportworld, service level agreement, SLA, performance management
Date Published October 8, 2015 - Last Updated May 11, 2016
Hiring is the most important thing a manager does. But the lack of training in many IT organizations on how to hire the best tech support people is alarming.
Tag(s): culture, employee satisfaction, human resources, job descriptions, leadership, people, staffing, supportworld, workforce enablement, workforce enablement
Date Published October 1, 2015 - Last Updated May 11, 2016
The interconnectedness of devices for home and business—the Internet of Things (IoT)—demands a new definition of support.
Tag(s): supportworld, customer experience, support center, workforce enablement, cloud computing, internet of things
Date Published September 22, 2015 - Last Updated May 11, 2016
DevOps is an approach to development and operations, integrating both teams into the overall process with the aim of more rapid deployments.
Tag(s): collaboration, devops, supportworld
Date Published September 22, 2015 - Last Updated May 11, 2016
Proper transition planning, allowing for the human side of change, can make the difference between success and failure.
Tag(s): change management, leadership, performance management, people, productivity, supportworld
Date Published September 8, 2015 - Last Updated May 11, 2016
Customer service is about common courtesy, artfully delivered. True professionals stand out from the crowd and grow rewarding and satisfying careers.
Tag(s): customer service, customer satisfaction, supportworld
Date Published September 1, 2015 - Last Updated May 11, 2016
What will be the continuing impact of technology on ITAM, and what additional changes should be anticipated in the next five years?
Tag(s): asset management, service desk, support center, desktop support, technology, technical support, supportworld
Date Published August 10, 2015 - Last Updated May 11, 2016
The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Tag(s): metrics and measurements, problem management, support center, service management, supportworld
Date Published August 10, 2015 - Last Updated May 11, 2016
Collaboration is the future of work—it paves the way to innovation and progress, and it's the best thing you can do for your team and organization.
Tag(s): future of support, support center, service desk, service desk technology, technical support, desktop support, supportworld
Date Published August 3, 2015 - Last Updated May 11, 2016